Create Case with ServiceNow API on New Record from Knack API

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Trigger workflow on

New Record from the Knack API

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Create Case with the ServiceNow API

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Getting Started#

This integration creates a workflow with a Knack trigger and ServiceNow action. When you configure and deploy the workflow, it will run on Pipedream's servers 24x7 for free.

Select this integration
Configure the New Record trigger
1. Connect your Knack account
2. Configure Object Key
3. Configure timer
Configure the Create Case action
1. Connect your ServiceNow account
2. Optional- Configure Name
3. Configure Description
4. Select a Severity
5. Optional- Configure Status
6. Optional- Configure Channel Name
7. Optional- Configure Account ID
8. Optional- Configure Contact ID
9. Optional- Configure Work Note
10. Optional- Configure Comment
Deploy the workflow
Send a test event to validate your setup
Turn on the trigger

Details#

This integration uses pre-built, source-available components from Pipedream's GitHub repo. These components are developed by Pipedream and the community, and verified and maintained by Pipedream.

To contribute an update to an existing component or create a new component, create a PR on GitHub. If you're new to Pipedream component development, you can start with quickstarts for trigger span and action development, and then review the component API reference.

Trigger#

New Record on Knack

Description:Emit new event for each record created

Version:0.0.2

Key:knack-new-record

View on GitHub

Knack Overview#

The Knack API allows for robust interactions with your Knack database, enabling automation of data entry, retrieval, updates, and deletion. With Pipedream, you can leverage these capabilities to create seamless workflows that react to events in real-time, sync data across platforms, and enhance your database management without manual intervention. Think less about CRUD operations and more about the magic of connecting your Knack data to the digital tools ecosystem.

Trigger Code#

import knack from "../../knack.app.mjs";
import { DEFAULT_POLLING_SOURCE_TIMER_INTERVAL } from "@pipedream/platform";

export default {
  key: "knack-new-record",
  name: "New Record",
  description: "Emit new event for each record created",
  type: "source",
  version: "0.0.2",
  dedupe: "unique",
  props: {
    knack,
    objectKey: {
      type: "string",
      label: "Object Key",
      description: "The key of the object which this record belongs to. See [the Knack API docs](https://docs.knack.com/docs/object-based-requests) for more information.",
    },
    timer: {
      type: "$.interface.timer",
      default: {
        intervalSeconds: DEFAULT_POLLING_SOURCE_TIMER_INTERVAL,
      },
    },
  },
  async run({ $ }) {
    const records = await this.knack.getAllRecords($, {
      objectKey: this.objectKey,
    }, {
      rows_per_page: 100,
    }, true);

    for (const record of records) {
      this.$emit(record, {
        id: record.id,
        summary: `New record ${record.id}`,
        ts: new Date(),
      });
    }
  },
};

Trigger Configuration#

This component may be configured based on the props defined in the component code. Pipedream automatically prompts for input values in the UI and CLI.

Label	Prop	Type	Description
Knack	`knack`	`app`	This component uses the Knack app.
Object Key	`objectKey`	`string`	The key of the object which this record belongs to. See the Knack API docs for more information.
	`timer`	`$.interface.timer`

Trigger Authentication#

Knack uses API keys for authentication. When you connect your Knack account, Pipedream securely stores the keys so you can easily authenticate to Knack APIs in both code and no-code steps.

Object-based requests require at least two headers: an application ID - to identify to our servers the app whose records you are requesting - and an API key (which is specific to each app) to authenticate the request. See docs

About Knack#

Business app platform

Action#

Create Case on ServiceNow

Description:Creates a new case record in ServiceNow. [See the docs here](https://www.servicenow.com/docs/bundle/zurich-api-reference/page/integrate/inbound-rest/concept/trouble-ticket-open-api.html#title_trouble-ticket-POST-ticket-tt).

Version:0.0.1

Key:servicenow-create-case

View on GitHub

ServiceNow Overview#

The ServiceNow API lets developers access and manipulate records, manage workflows, and integrate with other services on its IT service management platform. These capabilities support automating tasks, syncing data across platforms, and boosting operational efficiencies.

Action Code#

import servicenow from "../../servicenow.app.mjs";

export default {
  key: "servicenow-create-case",
  name: "Create Case",
  description: "Creates a new case record in ServiceNow. [See the docs here](https://www.servicenow.com/docs/bundle/zurich-api-reference/page/integrate/inbound-rest/concept/trouble-ticket-open-api.html#title_trouble-ticket-POST-ticket-tt).",
  version: "0.0.1",
  type: "action",
  annotations: {
    destructiveHint: false,
    openWorldHint: true,
    readOnlyHint: false,
  },
  props: {
    servicenow,
    name: {
      propDefinition: [
        servicenow,
        "name",
      ],
    },
    description: {
      propDefinition: [
        servicenow,
        "description",
      ],
    },
    severity: {
      propDefinition: [
        servicenow,
        "caseSeverity",
      ],
    },
    status: {
      propDefinition: [
        servicenow,
        "status",
      ],
    },
    channelName: {
      propDefinition: [
        servicenow,
        "channelName",
      ],
    },
    accountId: {
      propDefinition: [
        servicenow,
        "accountId",
      ],
    },
    contactId: {
      propDefinition: [
        servicenow,
        "contactId",
      ],
    },
    workNote: {
      propDefinition: [
        servicenow,
        "workNote",
      ],
    },
    comment: {
      propDefinition: [
        servicenow,
        "comment",
      ],
    },
  },
  async run({ $ }) {
    const {
      name,
      description,
      severity,
      status,
      channelName,
      accountId,
      contactId,
      workNote,
      comment,
    } = this;

    const channel = this.servicenow.buildChannel(channelName);

    const notes = this.servicenow.buildNotes({
      workNote,
      comment,
    });

    const relatedParties = this.servicenow.buildRelatedParties({
      customer: accountId,
      customer_contact: contactId,
    });

    const response = await this.servicenow.createTroubleTicket({
      $,
      data: {
        ticketType: "Case",
        name,
        description,
        severity,
        status,
        channel,
        notes,
        relatedParties,
      },
    });

    $.export("$summary", "Successfully created a case.");

    return response;
  },
};

Action Configuration#

This component may be configured based on the props defined in the component code. Pipedream automatically prompts for input values in the UI.

Label	Prop	Type	Description
ServiceNow	`servicenow`	`app`	This component uses the ServiceNow app.
Name	`name`	`string`	A short description of the ticket issue.
Description	`description`	`string`	A detailed description of the issue.
Severity	`severity`	`string`	Select a value from the drop down menu:`{ "label": "Critical", "value": "1" }{ "label": "High", "value": "2" }{ "label": "Moderate", "value": "3" }{ "label": "Low", "value": "4" }`
Status	`status`	`string`	The current status of the ticket.
Channel Name	`channelName`	`string`	The channel (`contact_type`) that the ticket was created through.
Account ID	`accountId`	`string`	`Sys_id` of the account related to the case.
Contact ID	`contactId`	`string`	`Sys_id` of the contact related to the case.
Work Note	`workNote`	`string`	Internal work note for the ticket.
Comment	`comment`	`string`	Additional comment for the ticket.

Action Authentication#

ServiceNow uses OAuth authentication. When you connect your ServiceNow account, Pipedream will open a popup window where you can sign into ServiceNow and grant Pipedream permission to connect to your account. Pipedream securely stores and automatically refreshes the OAuth tokens so you can easily authenticate any ServiceNow API.

Pipedream requests the following authorization scopes when you connect your account: